Lead, Process and Quality Management

Position Summary

This position monitors top and emerging contact center transaction trends and NPS reviews which indicate process and policy friction points for guests, trade partners, and contact center agents during interactions from booking research all the way to post cruise experience. This position will collaborate with cross‑functional teams to root cause friction points and identify proper courses of action to eliminate such as Process reengineering; technology/system enhancements; policy interventions. This position will coordinate, across various cross‑functional teams (Product, Revenue Management, Digital Services, IT, Marketing, Contact Centers) to ensure readiness of contact center and sales teams to support new product and service launches for the brand. Advises contact center on variety of management and business‑related matters to assist in the formulation of financial and business policies in order to maximise growth or improve business performance.